Email From Scottish Power

[factor-fiction]

About 3 weeks ago I got an email (and secure message) from Scottish Power saying there was problem with my DD on 4th Feb as my bank had rejected it.
I pointed out that my bank had paid it on time and that my Scottish Power statement showed the credit, all paid on time at the start of each month, and
my account is now £60 in credit.

I have just received this response:

"Thank you for your email regarding your account number xxxxxxx
In Monthly Direct Debit payment plan you pay an instalment amount every month towards consumption of energy at your property.
The Direct Debit amount has been calculated to cover your usage for 12 months and we revised after every 90 days　
We have received not payment on February 2014, however, we have received two payments on 3 March 2014."

Does that email make sense to anyone?

[Kathyan]

I would ring them. The email could be a scam of some sort. Did you copy and paste the response as there are a couple of mistakes in it?

[factor-fiction]

I should add that a single DD was also credited on 4th March and my account still shows all payments were credited on time and I'm still in credit.

I suppose my query is whether these companies are concerned that their customer service staff seem unable to investigate a simple query and compose a simple message.

[factor-fiction]

Yes, Kathyan- I cut and pasted it, errors and all. It was also included in a secure message on my account, and contained my account number and name so I know it was genuine SP message

[wiltsman]

With Direct Debit payments, you, or your bank, do not make the payments - it's the company, in this case Scottish Power, who you've given permission to take money from your account whenever they wish, who take the money, and you can only hope they act responsibly when doing so.

If they say, 'We have received no(t) payment in February 2014, however, we have received two payments on 3 March 2014', then Scottish Power are at fault for not actually checking your energy statement before sending you such a baffling email.

I think you should, whenever you've got an hour or so to spare, give them a ring to clarify matters.